Bilingual Eng/Spanish Overnight Technical Support Advisor

Company: TaskUs
Location: San Marcos
Posted on: May 18, 2023

Job Description:

It started with one ridiculously good idea - Create a different breed of BPO! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion; exploring new technologies, being ready to handle any challenge in a moment's notice, mastering consistency in an ever-changing world - that's what it takes to get there. If that's something you want to be apart of, apply today! Critical Safety AgentSo what does a Critical Safety Agent really do? Think of yourself as someone who will ensure high quality and safe experiences for both drivers and riders in a rideshare business. Some calls may be difficult, so not everyone will qualify for this role. We make sure we get the best of the best, after all, we are a ridiculously good company, so we make sure our employees are top-notch. As a Critical Safety Agent, you will be instrumental in assisting drivers and riders who have lost items or are experiencing a safety issue. TaskUs devotes considerable resources to the wellbeing of its employees. Being a Critical Safety Agent means participating in Wellness sessions and other resiliency programs:

• All CSA employees will have access to counseling or coaching sessions to ensure awareness of wellness resources and to ensure job adjustment.
• All CSA employees will attend skills based resiliency training.Creating a Culture of Awareness and Prevention: TaskUs believes in being transparent with our new employees about their job duties and the possible impact. Some of your work may include interacting with riders and drivers who are in distress, agitated or in danger. Examples of these types of situations may include, but are not limited to:
  • Pick up or drop off spot was not at the correct location or was in a place that made the rider feel unsafe.
  • Driver or rider made a sexual comment or advance towards the rider
  • Driver or rider used a racial slur, or displayed bias
  • Car was unhygienic ( dirty, foul smell, etc)
  • Callers may be inebriated, calling to report a variety of concerns
  • Reporting a car accident, up to and including collision with other vehicles and/or pedestrians
  • Driver or rider was assaulted (sexually or physically)
  • Driver is taking the rider to an undisclosed or improper location
  • A driver may call to report assault, violence, etc.
  • A driver or rider is experiencing a medical emergency
  • Driver or rider may be in distress (up to and including suicidal thoughts or actions).As a Critical Safety Agent, it is important for you to know the potential risks related to this type of work. While TaskUs is focused on employee wellness by having wellness providers available (on-site or remote), resiliency programming, and other wellness initiatives, exposure to disturbing situations is unavoidable. Some individuals with a sensitivity to viewing or experiencing disturbing situations may be at risk for developing distress, mental health symptoms, or, in rare instances, Secondary Traumatic Stress based on the situations they are involved with.TaskUs reserves the right to reassign Critical Safety Agents to other TaskUs projects based on staffing needs, employee performance, and other considerations.In order to help create a community that is safe for all employees, the Resiliency and Wellness Team takes an active role in the primary prevention of mental health concerns through direct practice efforts, e-learning, skills training, and outreach efforts to the TaskUs community. Our programs seek to raise awareness about psychological issues, challenge ideas that contribute to social inequity, disempowerment, and discrimination, as well as the underlying structures that support them. In addition, our programs empower employees to find and use their voices in a healthy and productive way.Specific Job Duties
    • Serve as a direct point of contact in assisting callers with their safety or lost item concerns.
    • Ask vital questions and provide pre-arrival instructions for emergency medical calls
    • You will be responsible for gathering and documenting all information in regards to their safety concern
    • You will be responsible for treating all calls with empathy and compassion
    • You will be responsible for submitting the appropriate ticket regarding the nature of the call you have received
    • Ask questions to interpret, analyze and anticipate the caller's situation so as to resolve problems, provide information, direct them to emergency services, and submit the proper ticket
    • Transferring all drivers over to the Driver support line in the event you receive a call from a driver needing assistance on anything other than a safety or lost item concern
    • Perform additional duties such as immediately transferring the caller to a recorded line when they are seeking any additional support that is not a safety or lost item concern.
    • Properly document all tickets so that they are resolved correctly.
    • You will be the first or second contact after an emergency and will need to show empathy without direct apologies
    • Proper handling of calls which fall under our Quality Assurance guidelines and our Client Knowledgebase
    • Comply with the security and privacy policies as shared by TaskUs
    • To Comply with any internal efficiency metric to meet requirements and needs of the Client
    • Ensure any escalation is properly handled and reviewed by the designated escalation point, internal or external
    • Enter information into client databaseRequirements:
      • Be willing to work on location in New Braunfels TX
      • Must be willing to complete an assessment that includes a typing test of 25 wpm
      • Great communication skills, written and orally
      • Demonstrate strong abilities to work independently and as a remote team player
      • Must be adaptable and flexible, demonstrating abilities to work with process and information changes
      • Must be at least 18 years of age
      • Must have at least a High school diploma or GED
      • Must be willing to participate in a background screeningRecommended:
        • Experience with phone, email and live chat support
        • Experience in customer service, sales, billing, collections, and technical supportAbout Us:We are a collective of highly capable humans, who understand how to deploy technology and data to best serve your purpose. From Digital CX to Content Security, AI Operations, Consulting, and anything in between, we consider ourselves responsible for protecting our partners' interests and supporting their long-term success through innovation and technology-powered by ridiculously smart people.In addition to our truly #Ridiculous culture, you'll enjoy benefits like:
          • Outstanding Medical, Dental, Vision and Prescription plans
          • 401k Match
          • Pet Insurance
          • Hundreds of Discounts with the Brands you Love and UseTaskUs partners with the world's most innovative and disruptive brands to protect what matters most and to thrive in an ever-changing world. TaskUs currently has over 25,000 employees around the world with offices across the United States, the Philippines, India, Taiwan, Mexico, Greece, Ireland, and Colombia. TaskUs is an equal opportunity employer. Life is better with Us! Find out what it means to work for a company that puts People before Profits!If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!TaskUs is an Equal Opportunity Employer

Keywords: TaskUs, San Marcos , Bilingual Eng/Spanish Overnight Technical Support Advisor, Engineering , San Marcos, Texas